Senior Manager, Customer Experience - FI
超過10年 薪資面議 固定工作 / 全職 未標明 金融服務業 銀行和金融
職位描述
Responsibilities
- Keep abreast of customer service market trend, capture voices of customers and conduct root cause analysis
- Assist in formulating strategic initiatives that add value to customer experience and improve operational efficiency and organizational effectiveness
- Conduct service quality assessments to monitor internal service standard. Provide training / coaching sessions to ensure compliance with internal guidelines/ regulatory standard and achievement of service excellence
- Handle customer complaints / feedback and review internal workflows / procedures to identify service gaps. Recommend feasible / practical systems and service enhancement to meet / exceed customer expectations, thus, increase customer satisfaction, loyalty and advocacy
- Lead and drive customer experience related projects
職位要求
Requirements
- University graduate in business discipline
- Minimum 10 years of working experience in pension / financial industry
- Strong customer service experience, with at least 5 years of experience in a coaching / supervisory role
- Good understanding of MPF & ORSO is a must
- Passed MPF Intermediaries Examination and with SFC Licensed Representative qualification is a definite advantage
- Sophisticated in service quality assurance, customer experience management and project management is an advantage
- Strong initiative, positive thinking with excellent service mindset, innovative mind, problem-solving and interpersonal skills
- Strong presentation skills with excellent verbal and written communication skills in English and Chinese. Fluency in Putonghua is an advantage.
- Proficiency in PC skills such as Visco and MS excel